Customer Experience & Success Manager
At PeakMetrics, we stand at the forefront of narrative intelligence, harnessing the power of advanced machine learning to safeguard enterprises and government agencies from social media manipulation and narrative attacks. Our platform rapidly sifts through millions of unstructured, cross-channel media datasets, transforming them into actionable insights. By identifying adversarial online messaging, understanding its audience, and providing crucial context such as source credibility, we empower our customers to effectively respond to digital threats.
Our team tackled some of today's most intricate media challenges, from crisis management to thwarting state-sponsored disinformation campaigns. Our goal is unwavering: to shield our clients from the risks of social media manipulation and emerging narrative threats by detecting and remediating from harmful online trends.
About the Role
We’re looking for a Customer Experience & Success Manager who is excited to help our customers succeed and feel supported at every step of their journey with PeakMetrics. From onboarding to ongoing engagement, you’ll be a trusted partner to our customers—ensuring they gain value, feel heard, and have a smooth and rewarding experience with our platform.
This is not a sales or renewals role—your impact will come from relationship-building, active listening, and thoughtful coordination across teams to ensure each customer feels successful and confident using PeakMetrics.
What You’ll Do
Support and guide customers during onboarding to ensure a successful start
Foster strong, ongoing relationships through regular check-ins and communication
Be the first point of contact for customer questions and partner across teams to find solutions
Collaborate with Solutions Architects to assist with technical onboarding and product walkthroughs
Develop and maintain helpful guides, resources, and onboarding materials
Relay customer feedback to Product and Engineering teams to shape our roadmap
Monitor account health and engage proactively when issues arise
Document insights and usage patterns to inform internal strategy
You Might Be a Great Fit If You:
Have 5–7 years of experience in customer success, experience, implementation, or support roles
Are a clear and empathetic communicator—comfortable working with a range of stakeholders
Are naturally organized, detail-oriented, and proactive
Have a genuine curiosity about technology and how things work
Thrive in collaborative, cross-functional environments
Have experience with SaaS platforms, particularly in data or analytics
Bring familiarity with secure environments or government-related clients (a plus—not required)
We Offer:
Remote-first culture
Health insurance, 401(k), and other benefits
Flexible work schedule and unlimited time off
Opportunities for professional growth and development
A vibrant and inclusive company culture
PeakMetrics is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status.